At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.
This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.
This Position reports to:
Director of Robot Parts & Warranty
In this role, you will have the opportunity to lead warranty operations and the warranty team, ensuring timely and accurate claim processing while delivering a high level of customer service. Each day, you will collaborate with cross-functional teams to resolve warranty issues, manage escalations, monitor performance and costs, and identify opportunities for continuous improvement. You will also showcase your expertise by analyzing warranty trends, driving process improvements, supporting root cause analysis, and ensuring compliance with warranty policies and procedures.
The work model for the role is hybrid, onsite in Auburn Hills, MI supporting ABB Robotics Connect Care operations.
Your role and responsibilities:
- Supervise and coordinate daily warranty operations, ensuring timely and accurate processing of warranty claims. Lead and support the warranty team, establishing priorities, monitoring workload, and developing team capabilities.
- Review and approve warranty claims in accordance with company policies, contractual terms, and warranty guidelines. Coordinate with customers, field service, technical support, sales, and operations to resolve warranty-related issues and escalations.
- Analyze warranty costs, claim trends, and failure patterns to identify improvement opportunities and recurring issues. Monitor key warranty KPIs, including claim volume, processing time, backlog, warranty cost, and recovery performance.
- Ensure proper documentation and compliance with warranty procedures, internal controls, and audit requirements.
- Support root cause analysis and corrective actions in collaboration with Quality, Engineering, Service, and other relevant functions. Drive continuous improvement initiatives to increase efficiency, reduce warranty costs, and improve customer experience.
- Prepare warranty reports and management updates, highlighting performance, risks, trends, and improvement actions. Support warranty recovery activities with suppliers and internal manufacturing units, when applicable. Act as an escalation point for complex warranty cases, supporting resolution of commercial and technical disputes.
Qualifications for the role:
- Minimum High school diploma and 4+ years of experience in warranty, customer service, service operations, spare parts, or a related field is required. Bachelor’s degree in Business Administration, Supply Chain, or a related field preferred, with 2 years of experience in warranty, customer service, service operations, spare parts, or a related field.
- Prior experience leading, supervising, or coordinating teams.
- Strong analytical and problem-solving skills, with the ability to analyze warranty claims, costs, parts management, inventory control, and operational performance.
- Strong communication and interpersonal skills, with the ability to work effectively with customers and cross-functional teams.
- Ability to manage multiple priorities, resolve escalations, problem solve, identify root cause, and work effectively in a fast-paced environment.
- Experience in Microsoft Office applications, particularly Excel.
- SAP experience is highly preferred.
We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.
